Incident Response Manager

Overview:

Our Culture and Impact

Cvent is a leading meetings, events, and hospitality technology provider with more than 6,000+ employees and 34,000+ customers worldwide, including 60% of the Fortune 500. Founded in 1999, Cvent delivers a comprehensive event marketing and management platform for marketers and event professionals and offers software solutions to hotels, special event venues and destinations to help them grow their group/MICE and corporate travel business. Our technology brings millions of people together at events around the world. In short, we’re transforming the meetings and events industry through innovative technology that powers the human connection.

Cvent's strength lies in its people, fostering a culture where everyone is encouraged to think like entrepreneurs, taking risks and making decisions confidently. We value diverse perspectives and celebrate differences, working together with colleagues and clients to build strong connections.

AI at Cvent: Leading the Future

Are you ready to shape the future of work at the intersection of human expertise and AI innovation? At Cvent, we’re committed to continuous learning and adaptation—AI isn’t just a tool for us, it’s part of our DNA. We’re looking for candidates who are eager to evolve alongside technology. If you love to experiment boldly, share your discoveries, and help define best practices for AI-augmented work, you’ll thrive here. Our team values professionals who thoughtfully integrate AI into their daily work, delivering exceptional results while relying on the human judgment and creativity that drive real innovation.

Throughout our interview process, you’ll have the chance to demonstrate how you use AI to learn, iterate, and amplify your impact. If you’re excited to be part of a team that’s leading the way in AI-powered collaboration, we’d love to meet you.

The Incident Response Manager is a cross-functional position responsible for managing and coordinating the response to customer-facing incidents for both Cvent Event Cloud and Hospitality Cloud. This role reports directly to the Senior Director of Retention & Incident Command and serves as the project manager and primary liaison between Client Services, Technology, Engineering, Legal, Sales Management, Information Security, Finance and Operations departments, as needed when incidents occur. They validate impact data, drive clear, accurate communication to customers, and strategize with other teams on appropriate resolution. They attend retrospectives and track financial impact related to incidents to identify operational improvements that help prevent future incidents and strengthen internal processes. 

In This Role, You Will:

• Own the customer facing communication workstream for incidents including, but not limited to communication templates, cadence, approvals, audience targeting, and delivery across appropriate channels, etc.
• Develop, document, and continually improve incident response processes for customer-facing issues, ensuring alignment with company policies and industry best practices.
• Lead cross-functional incident response projects, orchestrating efforts between the necessary teams and ensuring effective and efficient handling and collaboration.
• Act as the bridge between technical, legal, and business teams to drive fast and appropriate resolutions, minimize impact, and safeguard customer trust.
• Work with necessary internal parties on root cause analyses, corrective actions, and preventative measures following incidents.
• Communicate incident status, impact, and action plans effectively to internal stakeholders and customer contacts as appropriate.
• Serve as the main point of contact during high-priority or critical customer-facing incidents, ensuring leadership is kept informed.
• Track, analyze, and report on incident trends, financial impact, and the frequency and volume of customer escalations, contributing insights to reduce recurring issues and improve customer experiences.
• Organize and develop incident simulation exercises and updated trainings to enhance readiness across the Sales and Client Services teams.
• Maintain comprehensive documentation for all incidents, aligning with compliance and legal guidelines.
• Update existing executive escalation guidelines with clear processes and work with teams to facilitate as needed; direct customer-facing involvement will be rare.
• Continuously identify areas of improvement with Cvent internal processes and special projects, including but not limited to, Fraud Risk Management.

Here's What You Need:

• Bachelor’s degree or equivalent experience.
• Demonstrable expereince within account management, client services, incident response, crisis management, project management, or similar disciplines, preferably within the event, hotel, or travel industries.
• Must display exceptional written and verbal communication skills, as you may be interacting with C-level executives (both internally and externally).
• Comfortable learning, using and discussing very granular elements of Cvent technology and integrations.
• Excellent collaboration and stakeholder management skills, with the ability to translate complex technical issues for non-technical audiences and manage multiple priorities under pressure.
• Experience with process improvement, project leadership, program management, and/or technical troubleshooting preferred.
• Articulate, organized, detail-oriented, and possess the ability to multi-task in a dynamic, extremely fast-paced and ever-changing, entrepreneurial environment.

• Comfortable operating with ambiguity and adapting processes rapidly.
• Adept at fostering trust among cross-functional leaders and staff.